Review summary

Emerald Cruises UK receives consistently positive reviews. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.

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ME

Margaret Eccleston

5 out of 5 stars
Good Value for your money

Although at first the price appeared high it’s not when you consider what is actually included: Breakfast Lunch Dinner Bar Snacks each evening Beer and Wine at Lunch and Dinner Tea/Coffee/Hot Chocolate, Cookies 24/7 Popcorn on movie nights. Tours with excellent tour guides. Local entertainment on board ship Professional, friendly, hardworking staff. We did the Danube from Budapest to Passau then a coach to Prague for 4 Days. Our trip included stops of some beautiful places with ample time to explore. Emerald is our “go to” river cruise company which I strongly recommend to others to give them a try.

SC

Susan Clifton

5 out of 5 stars
A very pleasant experience

A very pleasant experience Staff helpful, competant and friendly

VM

Vivien Moore

5 out of 5 stars
Our Duoro river cruise was excellent.

Our Duoro river cruise was excellent. All the staff were friendly, efficient and our every need was catered for. The bar staff were great fun. The cabin was comfortable and always kept clean and tidy. We were also impressed that a lot of the staff came from Porto. A beautiful experience. Thank you

GG

Georgina GriffithsJeffrey

5 out of 5 stars
The cruise from starts to finish was…

The cruise from starts to finish was memorable for all the right reasons. Staff, the ship, food, accomadation all wonderful. Each day different with multi choices… relax in board, sightsee yourself, sightsee with a guided tour or be adventurous and do an active activity. Something for everyone.

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All reviews

363 total • Write a review

Showing 291 - 300 of 359 reviews
K
1 out of 5 stars

Beware!! Emerald changes ships without notification

We received our paperwork a few days before our cruise departure and found out that we’re not cruising on the DESTINY ship. EMERALD changed our ship to SKY. We booked wanting to go on a newer ship and now we’re going on an older ship. Called EMERALD and they said according to the fine print they can make this modification to our cruise. Ok, BUT WE WERE NEVER NOTIFIED OF THIS CHANGE. We’re screwed because we leave in a few days. They offered nothing other than we’re sorry. This is how terrible EMERALD treats their customers so BEWARE of their lousy business practices.

Date of experience: July 10, 2022

DH
1 out of 5 stars

No Customer Service or contact available

We have an email from KLM cancelling flight and re booking to much later 16.40 - 17.55. Does this schedule fit with cruise departure? why have Emerald not been in touch? Tried to call several times, but left in queue for over 15 mins and line dropped! email form from web site will not submit. I managed to lodge a call back request on an 0161 number, but not holding my breath. All means of communication exhausted. Having noted other complaints receiving no response, I fear our trip may not take place. Avoid!

Date of experience: July 5, 2022

RP
1 out of 5 stars

Tried cancelling a cruise for an…

Tried cancelling a cruise for an elderly relative who can't go due to ill health. Cannot get through by phone despite long waits. Emails go unanswered. Their cancellation policy says you must notify them in writing but they don't have their address anywhere on their website. Avoid at all costs. PS Their current Credit Focus credit score is 15/100 which puts them at very high risk of going bust.

Date of experience: June 14, 2022

S
1 out of 5 stars

Can’t get through

I’ve paid I. Full fir my cruise with Emersld Cruuses but the won’t answer the phone or respond to my emails. Took my money though. I don’t know what to do. Are they still operating?

Date of experience: June 10, 2022

C

Cox

US

1 out of 5 stars

No customer service - are they in trouble!

Booked to travel with Emerald on 12 th June. Received an email requesting flight information, they booked our flights and have sent us the details, which had been changed from the original times. Tried to complete the email info requested and email told me it was blocked and I couldn’t update it. I have been trying for two weeks to get through on the telephone, holding on for hours and getting cut off. The email says there may be a delay in us getting our tickets if the info. Isn’t received. I have emailed them to no avail. What a dreadful company, they don’t deserve to have customers. Would never use them again. I just wonder if they are in trouble! Anyone else having problems or suggestions as to how to contact this company?

Date of experience: May 28, 2022

AK
1 out of 5 stars

Need final invoice but can’t get through…

We booked a cruise that was cancelled during the pandemic so we changed for one in October this year. Final payment is due next week but flights have not yet been arranged by Emerald and so there is no up to date invoice - flights should be included in the price but they refuse to give final invoice until they are booked. We have no idea how much is outstanding and can’t talk to anyone.

Date of experience: May 24, 2022

MS
1 out of 5 stars

Terrible Customer Service

We have booked a cruise holiday with Emerald and simply cannot get to speak with anyone at Emerald regarding any details we wish to discuss with them, specifically in regard to our flights. They do not answer the telephone, ever. In fact their answerphone states that "there are no consultants available to take your call" at any time of the day on any day of the week. This is not what I expect from a company who, currently, has over £9,000 of my money!

Date of experience: May 18, 2022

TB
1 out of 5 stars

Shambolic company

We are currently booked on a cruise departing November 2022. Have been trying to get through to speak to someone for over two weeks without success. We want to change our flights and cannot do so.This is wholly unacceptable. Calls are never answered and emails ignored. Shambles.

Date of experience: May 17, 2022

JJ
3 out of 5 stars

River Douro

Just back from a cruise with Emerald good and bad.Started badly by not receiving paperwork on time but a helpful young man at the Manchester office helped us (good job I live locally) Flew easy jet not the best! Disaster when met at the airport by the transport Co they told us they only take the luggage to the hotel! Same problem on our return journey ended up paying for a taxi!! Staff on board superb friendly and professional. Cruise itself poor value for money paid.Had a balcony cabin balcony was in the room behind the window!!! Tours were disappointing not the guide’s fault just uninteresting. Would I use Emerald again sadly no.

Date of experience: May 8, 2022

WL
1 out of 5 stars

Stay away from Emerald

We booked a 5 day Christmas Market river cruise on the Rhine with Emerald. We have booked our flight and after finding that our account was blocked with our agent and myself we found out our itinerary has been cancelled with no reasoning or refund. They have refused to reply to any of my attempts for an update. The worst Customer Service ever. Stay away from Emerald!

Date of experience: February 22, 2022

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